Service Manager -London
2 days ago
London
Service Manager Reports to: Account Manager Location: Central London Contract: Full-time Salary : £32,000 About Our Client Our Client is a B Corp certified cleaning and facilities partner, known for professionalism, care, sustainability, and innovation.Not sure what skills you will need for this opportunity Simply read the full description below to get a complete picture of candidate requirements.They deliver services that make a measurable difference for their people, their clients, and the planet.Role Purpose The Service Manager is responsible for the day-to-day management of site-based teams, ensuring all staff, materials, and equipment are in place to deliver safe, effective, and high-quality cleaning services.The Service Manager leads and supports Supervisors, Team Leaders, and Operatives, with a strong focus on staff wellbeing, operational delivery, compliance, and payroll accuracy.The Service Managers primary relationships are with the site teams, while the Account Manager is responsible for client relationships.The role is full-time, 40 hours per week, typically 09:00 to 17:00.Some flexibility is required for early mornings, late evenings, or occasional out-of-hours work depending on operational requirements.Key Responsibilities Team Management & Staffing Ensure all sites are fully staffed, arranging cover for absences or vacancies.Lead the onboarding of new team members, including completion of clearance checks and induction.Ensure all new starters complete induction and Core Skills training within their first week.Ensure all staff complete required Uhub training and maintain at least 95% training compliance.Motivate, support, and develop site-based staff, fostering a positive and inclusive working environment.Approve and record leave requests promptly to maintain service continuity.Address performance, absence, or conduct issues in line with company procedures.Operational Delivery Ensure daily cleaning operations meet contract specifications and company standards.Ensure all staff actively use Timegate for attendance and rota management, maintaining at least 90% active usage.Check that all required cleaning materials and equipment are available and in good working order at each site.For designated sites, monitor and order client consumables as required.Address and resolve day-to-day operational issues on site, including health and safety matters.Maintain up-to-date cleaning schedules, frequency charts, and site documentation in line with BICSc standards.Payroll & Administration Accurately record attendance and hours worked for all staff.Upload wage and payroll data for the team, ensuring accuracy and timely submission.Investigate and resolve payroll discrepancies at site level.Manage variation orders, site changes, and labour cost adjustments within agreed budgets.Support Finance and the People Team with timely updates on new starters, leavers, and pay changes.Health & Safety & Compliance Promote a zero-harm culture and ensure safe working practices at all times.Conduct regular site health and safety checks and address hazards immediately.Maintain up-to-date health and safety documentation, including COSHH sheets, MSDS data, and PPE availability at all sites.Record and close out incidents, near misses, and accidents promptly.Ensure training and compliance documentation is complete and available for audit.Mobilisation & Demobilisation Support the Account Manager in the mobilisation of new contracts or service transitions.Ensure staff are recruited, trained, and equipped prior to start dates.Confirm all site documentation, method statements, and COSHH information are in place.Verify that uniforms, equipment, and materials are ready and functional before go-live.Assist in establishing site-specific KPIs, SLAs, and reporting requirements.Ensure all equipment, uniforms, and materials are collected on the final day of service.Confirm subcontracted services and supplier arrangements are terminated on time.Return keys, passes, and documentation promptly to Head Office.Support completion of client exit surveys and capture lessons learned.Environmental Responsibility Promote the use of sustainable products and eco-friendly cleaning solutions.Reduce chemical usage by implementing non-chemical alternatives where possible.Track product usage and promote Preferred Product compliance.Encourage recycling and reduction of microfibre waste through correct laundering and reuse.Share sustainability progress and initiatives with the Account Manager.Social Value & Fair Pay Foster a positive, inclusive, and respectful working environment.Encourage adoption of the Real Living Wage across sites.Promote diversity, equity, and inclusion in recruitment and daily operations.Recognise and celebrate staff achievements through Above & Beyond awards.Identify team members for promotion or further development.Support local communities by identifying opportunities for social impact or employment partnerships.Collaboration & Communication Work closely with the Account Manager to ensure operational objectives are met.Attend regular meetings with the Account Manager to review site performance and improvement plans.Communicate updates, changes, and key messages clearly to site teams.Support sharing of best practices and lessons learned across the portfolio.Reporting & Continuous Improvement Maintain accurate records of inspections, audits, incidents, and corrective actions.Use site data to identify trends and implement improvement plans.Provide updates on site performance, payroll, and training compliance as required.Participate in review meetings to assess progress against KPIs and SLAs.Employee Relations Support investigations, disciplinary meetings, and hearings in line with company policy.Handle people-related matters sensitively and fairly, escalating where necessary to the Account Manager or People Team.Coach Supervisors and Team Leaders on performance management, attendance, and conflict resolution.Maintain confidentiality and professionalism in all employee matters.Values & Culture Model and reinforce Our Clients Teamship Code and Core Values in all interactions.Act with integrity, respect, fairness, and a pioneering spirit.Lead by example, build trust, and foster a culture that empowers, leads, and delights.Responsibility Matrix The detailed allocation of responsibilities, including who leads, supports, oversees, or assists on specific tasks, is set out in Our Clients Responsibility Matrix.This matrix is reviewed and updated as business needs evolve.In cases of overlap or ambiguity, the Responsibility Matrix and guidance from line management will clarify accountability.Key Measures of Success KPIs and objectives will be set and reviewed regularly in line with business priorities.These will be documented separately and form the basis for performance evaluation. xjlbheb Example areas include staffing levels, payroll accuracy, training compliance, health and safety, and operational standards.
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